Record Producer Creating Records inactive Preventing SLA Attach

[jlaps]

We recently attached some SLAs to our HR records. We noted that some HR records had SLA and some did not, and after a little digging, when the record is first created/inserted, it is ACTIVE = FALSE. Most often in the same second, it gets toggled ACTIVE = TRUE, and in those cases the SLAs attach as active is a start requirement.

However in the rare-ish circumstance where this active toggle does not happen on the same second, those records do not get SLAs attached, and I presume because in the second the record is inserted, it is NOT active, therefore no SLA.

Where is it doing this and how do I stop it? Thanks!

[Mike_R]

Are you using a record producer script? If so, can you post the code?

Also, do you have the same problem when you create a case from the platform UI and not through a record producer?

[jlaps]

There is no script on the record producer. Screenshot of the audit sysid field, record internal...

not sure if that means anything to us, but given the empty values, it seems to prove this is being CREATED active false somehow. Or I am assuming.

[Mike_R]

Hmm, try adding this script to the record producer and see if you have the same issue. 

current.active = true;

[jlaps]

No joy, but that was a good idea.